CN108200301A - The calling system that a kind of logistics uses - Google Patents
The calling system that a kind of logistics uses Download PDFInfo
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- CN108200301A CN108200301A CN201711467119.XA CN201711467119A CN108200301A CN 108200301 A CN108200301 A CN 108200301A CN 201711467119 A CN201711467119 A CN 201711467119A CN 108200301 A CN108200301 A CN 108200301A
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- Prior art keywords
- client
- logistics
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- call center
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
- G06Q10/083—Shipping
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- Entrepreneurship & Innovation (AREA)
- Human Resources & Organizations (AREA)
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- Quality & Reliability (AREA)
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- Tourism & Hospitality (AREA)
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- General Business, Economics & Management (AREA)
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Abstract
The invention discloses the calling systems that a kind of logistics uses,Including logistics customer service call center,Call center's host,Internal lan,Database server,Seat PC modules,Recording server module,Voice gateway module,Position dialing device earphone,PSTN modules,Logistics node,Business personnel and client,The logistics customer service call center is by call center's host,Database server,Seat PC modules and recording server module composition,Call center's host is the administrative center of entire calling system,Client is behind logistics customer service call center of making a telephone call to,It is managed collectively by call center's host,The data information of incoming call client is passed into database server by internal lan,After database server verifies customer information,The information to receive calls is transmitted to voice gateway module,Call center's host is additionally provided with personalized salutatory module.
Description
Technical field
The present invention relates to technical field of information management, calling system that specifically a kind of logistics uses.
Background technology
About 30% large and medium-sized loglstics enterprise all establishes the information management system of oneself and publicity website at present, but believes
Breath system function is also concentrated mainly on internal resource conformity stage：Such as warehousing management, financial management, transportation management and order pipe
Reason etc., these functions belong to the first level, and client is the most valuable external resource of enterprise, and the core of logistics be service, with
The relationship at family, the key factor that loglstics enterprise survival and development is had become to the management of client, so the construction of call center is opened
Beginning is considered by emphasis, and in terms of efficiency and standardized administration is improved, materials stream informationization construction also begins to consider in addition to integrating internal provide
Source will also dock with the information system of client, be formed based on supply chain, and efficiently, quick, easily contact and information pass
Platform is passed, the network communications technologys such as such call center and Internet just become the supporting method of communicative, current object
Stream all can establish cooperative network and office in each city in the whole nation, and there is an urgent need to unified management for multi-point and wide-ranging logistics company
And service.
Numerous known foreign capitals giants enter this portable sharp weapon of domestic market, and service level is consistent with foreign countries, just substantially
Seize market；The large-scale express delivery of middle money and logistics also begin to focus on service with going from strength to strength, this part done big express delivery and
Logistics company Shun Feng, such as wind reach, middle iron has been set up call center, uniformly place an order, establish unified Customer Service Center, effect
Rate and customer loyalty are very high, and our middle-size and small-size logistics company also rests on telephone service this simple and low layer
On secondary, service is random, random, and business opportunity is endlessly lost in and missed, so the new means of services must be used.
Traditional telephony and method of service increasingly seem simple, inefficient, and it is further can not to have met logistics express delivery
The needs of development, traditional logistics industry there are the problem of：(1) logistic industry site spreads all over the country, and each site business is difficult to unification
Scheduling, unified management；(2) logistics customer service is difficult to have unified service bore, client's transacting business or complain when can not find counterpart
Department or phone；(3) the order demand of client cannot be obtained and be fed back in time；(4) logistic industry client disperses, and data is difficult to receive
Collection is grasped, statistics；(5) different contact staff are different to the familiarity of business, it is difficult to the answer of unified relevant issues；(6) because
Relatively more for customer quantity, unable to do what one wishes to the care of client, customer satisfaction and loyalty ratio are relatively low；(7) can not unify to take
Business standard monitoring service quality, customer satisfaction can not be virtually lost in time；Therefore the calling that a kind of logistics uses is proposed
System.
Invention content
The purpose of the present invention is to provide the calling systems that a kind of logistics uses, mentioned above in the background art to solve
Problem.
To achieve the above object, the present invention provides following technical solution：
The calling system that a kind of logistics uses, including logistics customer service call center, call center's host, internal lan,
Database server, seat PC modules, recording server module, voice gateway module, position dialing device earphone, PSTN modules,
Logistics node, business personnel and client, the logistics customer service call center is by call center's host, database server, seat PC
Module and recording server module composition, call center's host is the administrative center of entire calling system, and client is making a telephone call to
It behind logistics customer service call center, is managed collectively by call center's host, the data information of incoming call client is passed through into internal lan
Database server is passed to, after database server verifies customer information, the information to receive calls is transmitted to voice
Gateway module, call center's host are additionally provided with personalized salutatory module, in caller client during waiting answering, on the phone can
Hearing original designed intelligent sound personalization salutatory, database server storage inside client uses the information of logistics,
Black list module and customer relationship module, the fraudulent call that black list module can report people are equipped in database server
Wherein, customer relationship module is able to record that client uses the historical information of this logistics to number record, to this logistics is commonly used
Client take the principle preferentially received, seat PC modules mainly manage network client order, and seat PC modules can join network
The customer information of system is sent to database server, and by arranging work after database server processes, personnel carry out on the net with client
Exchange, recording server module can be remembered the information of talk when staff and client carry out phone or internet exchange
Record is got off, voice gateway module can managerial staff member and client carry out communication on telephone, be equipped with seat in voice gateway module
Dialer earphone, after the incoming information of client is passed to voice gateway module by database server, by different incoming call visitors
Family information is sent on different position dialing device earphones, and staff is made to answer exchanging for completion and client in time, described
PSTN modules are made of logistics node, business personnel and client, and staff recognizes the incoming call of client by phone or network
After purpose, the information of client can be sent to by PSTN modules in the mobile phone of business personnel, needs to post part or business in client
When member send part after taking part from logistics node, linked up in time with client, improve working efficiency.
As further embodiment of the present invention：Call center's host is equipped with call center system work monitoring module,
The content that can be talked to staff with client is monitored, and the staff for disrespecting client is managed, makes visitor
Family feels comfortable when using this logistics feels at ease.
As further embodiment of the present invention：The PSTN modules connect with logistics customer service call centrally through internal lan
It connects, can ensure the safety of the information material of client, avoid being obtained by criminal using common network.
Compared with prior art, the beneficial effects of the invention are as follows：Design structure innovation of the present invention, use cost is low, installation
Soon, easy care, and do not have to repair with the fusion of existing logistics software, the quasi-complement short slab of logistic industry service, and the program
Change the original telephone number of client, realize the demands such as recording, incoming call bullet screen, telephone voice query, operation interface is friendly, and function is neat
Entirely, the logistics company marketing can be extended, cost of labor, Standard Service is reduced, improves efficiency, promotes brand influence.
Description of the drawings
Fig. 1 is the structure diagram of calling system that a kind of logistics uses.
Specific embodiment
Below in conjunction with the attached drawing in the embodiment of the present invention, the technical solution in the embodiment of the present invention is carried out clear, complete
Site preparation describes, it is clear that described embodiment is only part of the embodiment of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, those of ordinary skill in the art are obtained every other without making creative work
Embodiment shall fall within the protection scope of the present invention.
Referring to Fig. 1, in the embodiment of the present invention, a kind of calling system that logistics uses, including logistics customer service call center,
Call center's host, internal lan, database server, seat PC modules, recording server module, voice gateway module,
Position dialing device earphone, PSTN modules, logistics node, business personnel and client, the logistics customer service call center is by call center
Host, database server, seat PC modules and recording server module composition, call center's host is entire calling system
Administrative center, client is managed collectively behind logistics customer service call center of making a telephone call to by call center's host, by incoming call client's
Data information passes to database server by internal lan, after database server verifies customer information, will connect
The information answered a call is transmitted to voice gateway module, and call center's host is additionally provided with personalized salutatory module, in caller client
When waiting answering when, can hear original designed intelligent sound personalization salutatory on the phone, allow client when waiting for not
Can feel bored agitation, while also allow client to this logistics company there are one desirable influence, database server storage inside
Client uses the information of logistics, is equipped with black list module and customer relationship module in database server, black list module can
By the fraudulent call number record of people's report wherein, when swindling people using this number incoming call, database server can be straight
It connects and hangs up this incoming call, staff is avoided to answer and is wasted time.
The customer relationship module is able to record that client uses the historical information of this logistics, to the visitor of this logistics is commonly used
The principle preferentially received is taken at family, and when having multiple caller clients at the same time, database server can be preferentially by the incoming call of frequent customer
Information passes to voice gateway module, and the personnel of arranging work carry out the service of answering, and seat PC modules mainly manage network client and order
It is single, when client is not desired to using telephone call logistics number, can net connection logistics customer service call be carried out by seat PC modules
Center, the customer information of net connection can be sent to database server by seat PC modules, after database server processes
Arrange work personnel and client carries out online communation, recording server module can staff and client carry out phone or
During internet exchange, the information of talk is recorded, avoids that mistake occurs when courier is arranged to send part or visiting addressee now
As ensureing that information transmission is accurate, voice gateway module being capable of managerial staff member and client's progress communication on telephone, voice network
It closes and position dialing device earphone is equipped in module, the incoming information of client is passed into voice gateway module in database server
Afterwards, different incoming call customer informations is sent on different position dialing device earphones, make staff answer in time completion with
The exchange of client, the PSTN modules are made of logistics node, business personnel and client, and staff passes through phone or network
After the incoming call purpose for solving client, the information of client can be sent to by PSTN modules in the mobile phone of business personnel, be needed in client
Post part or business personnel from logistics node take part after send part when, linked up in time with client, improve working efficiency.
Call center's host is equipped with call center system work monitoring module, and staff and client can be talked
Content be monitored, the staff for disrespecting client is managed, client is made to feel comfortable when using this logistics
Feel at ease.
The PSTN modules are connect with logistics customer service call centrally through internal lan, can ensure the information money of client
The safety of material avoids being obtained by criminal using common network.
The present invention operation principle be：When using the present invention, client behind logistics customer service call center of making a telephone call to, by
Call center's host unified management, passes to database server by internal lan by the data information of incoming call client, passes through
After crossing database server verification customer information, the information to receive calls is transmitted to voice gateway module, call center's host
Personalized salutatory module is additionally provided with, in caller client during waiting answering, can hear original designed intelligence on the phone
Voice personalization salutatory, database server is interior to be equipped with black list module and customer relationship module, and black list module can incite somebody to action
Wherein, customer relationship module is able to record that client is believed using the history of this logistics to the fraudulent call number record of people's report
Breath, the principle preferentially received is taken to the client that this logistics is commonly used, and phone or network are carried out in staff and client
During exchange, the information of talk is recorded, voice gateway module being capable of managerial staff member and client's progress communication on telephone, language
Position dialing device earphone is equipped in sound gateway module, the incoming information of client is passed into voice gateways mould in database server
After block, different incoming call customer informations is sent on different position dialing device earphones, staff passes through phone or net
After network recognizes the incoming call purpose of client, the information of client can be sent to by PSTN modules in the mobile phone of business personnel, in visitor
Family needs to post when sending part after part or business personnel take part from logistics node, is linked up in time with client, improves working efficiency.
Although the present invention is described in detail referring to the foregoing embodiments, for those skilled in the art,
It still can modify to the technical solution recorded in foregoing embodiments or which part technical characteristic is carried out etc.
With replacing, all within the spirits and principles of the present invention, any modification, equivalent replacement, improvement and so on should be included in this
Within the protection domain of invention.
Claims (3)
1. a kind of calling system that logistics uses, including logistics customer service call center, call center's host, internal lan, number
According to library server, seat PC modules, recording server module, voice gateway module, position dialing device earphone, PSTN modules, object
Drift net point, business personnel and client, which is characterized in that the logistics customer service call center is by call center's host, database service
Device, seat PC modules and recording server module composition, call center's host is the administrative center of entire calling system, Ke Hu
Behind logistics of making a telephone call to customer service call center, it is managed collectively by call center's host, it will be in the data information process of incoming call client
Portion's LAN passes to database server, and after database server verifies customer information, the information to receive calls is passed
Voice gateway module is delivered to, call center's host is additionally provided with personalized salutatory module, in caller client during waiting answering,
Original designed intelligent sound personalization salutatory can be heard in phone, database server storage inside client uses logistics
Information, black list module and customer relationship module are equipped in database server, what black list module can report people
Wherein, customer relationship module is able to record that client uses the historical information of this logistics to fraudulent call number record, to often making
The principle preferentially received is taken with the client of this logistics, seat PC modules mainly manage network client order, seat PC module meetings
The customer information of net connection is sent to database server, by personnel and the client of arranging work after database server processes
Online communation is carried out, recording server module can will be talked when staff and client carry out phone or internet exchange
Information record, voice gateway module can managerial staff member and client carry out communication on telephone, in voice gateway module
It, will be different after the incoming information of client is passed to voice gateway module by database server equipped with position dialing device earphone
Incoming call customer information be sent on different position dialing device earphones, staff is made to answer completion and the friendship of client in time
Stream, the PSTN modules are made of logistics node, business personnel and client, and staff recognizes client by phone or network
Incoming call purpose after, the information of client can be sent to by PSTN modules in the mobile phone of business personnel, client need to post part or
When person business personnel send part after taking part from logistics node, linked up in time with client.
2. the calling system that a kind of logistics according to claim 1 uses, which is characterized in that call center's host is set
There is call center system work monitoring module.
3. the calling system that a kind of logistics according to claim 1 uses, which is characterized in that the PSTN modules and logistics
Customer service call is connected centrally through internal lan.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711467119.XA CN108200301A (en) | 2017-12-29 | 2017-12-29 | The calling system that a kind of logistics uses |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711467119.XA CN108200301A (en) | 2017-12-29 | 2017-12-29 | The calling system that a kind of logistics uses |
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| Publication Number | Publication Date |
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| CN108200301A true CN108200301A (en) | 2018-06-22 |
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201711467119.XA Pending CN108200301A (en) | 2017-12-29 | 2017-12-29 | The calling system that a kind of logistics uses |
Country Status (1)
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| CN (1) | CN108200301A (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110517004A (en) * | 2019-09-06 | 2019-11-29 | 江苏物联网研究发展中心 | A kind of logistics business system |
-
2017
- 2017-12-29 CN CN201711467119.XA patent/CN108200301A/en active Pending
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110517004A (en) * | 2019-09-06 | 2019-11-29 | 江苏物联网研究发展中心 | A kind of logistics business system |
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Legal Events
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| PB01 | Publication | ||
| PB01 | Publication | ||
| WD01 | Invention patent application deemed withdrawn after publication | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20180622 |